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If you received the unauthorised ASOS notification, don’t click its external link. ASOS says the incident involved third-party communication platforms and that names and contact details may have been accessed. Based on what it knows at this stage, the company does not believe account passwords or payment-card information were affected. ASOS is not currently asking customers to change their passwords or take other action unless it contacts them with an update. Check ASOS’s incident notice for the company’s current instructions.
What does ASOS mean by an “account hacked” incident?
ASOS describes unauthorised push notifications sent to some customers through third-party platforms it uses to communicate with customers. The company says it restricted access while investigating with specialist advisers and relevant authorities. Its notice says basic personal information, including names and contact details, may have been accessed.
The notice does not say that every person who received a notification had their ASOS shopping account taken over, or that orders or card data were accessed. ASOS says its website and app remain available and customers can continue shopping. Its assessment is the company’s account of the incident, based on what it knows at this stage—not an independently verified guarantee about every customer. It says it will provide a further update when it has confirmed more information. Read the ASOS notice and current guidance.
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You received the notification but see no account or payment problem
Disregard it and do not click or otherwise engage with the external link. ASOS says it is not currently asking customers to change their ASOS password or take other action. Follow any new instructions only if ASOS contacts you with an update through a genuine channel.
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You suspect someone accessed your account
Go to the official ASOS sign-in page yourself and select “Forgotten password?” Enter the email address registered to the account; ASOS says it will send a reset link to that address. Check your spam or junk folder if it does not arrive. If you cannot access the registered mailbox or see unfamiliar account activity, contact ASOS through its official Help pages. ASOS password-reset instructions.
You see an ASOS order you did not place
Contact ASOS Customer Care promptly through the official Help pages. If the order has a charge you do not recognize, also contact your bank or payment provider. ASOS says order details cannot simply be changed after an order is placed. A short cancellation window may be available, but timing depends on the delivery method and whether the order is from an ASOS Brand Partner; ASOS does not promise that an unfamiliar order can be cancelled. Contact ASOS Customer Care.
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You see a payment you do not recognize
Check the transaction with your bank or payment provider and report an unrecognized charge to them. For a suspected unauthorised ASOS card transaction, contact ASOS through its Help pages and provide the transaction date, time, amount and currency, plus the last four digits of the card. Do not send a full card number or screenshots of your bank account through email or live chat. ASOS payment and account help.
Should you change your ASOS password?
Not solely because you received the notification: ASOS says it is not currently asking customers to change passwords, and it does not believe account passwords were impacted based on what it knows at this stage. If you independently suspect account access, use the official reset process rather than a link in a message.
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ASOS warns that someone who can access your email account may be able to reset other passwords. Because the ASOS reset link goes to the registered email address, securing that mailbox is a sensible priority if you think it may be compromised. ASOS recommends strong, unique passwords for both email and ASOS. ASOS account-security guidance.
ASOS’s account-help page says three incorrect email or password entries lock an account for 30 minutes. If you have been locked out, wait for the lockout period to pass before trying again, or use the password-reset flow. Password-reset and sign-in help.
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How to check your orders and saved payment methods
Sign in through ASOS directly, then review recent orders and the payment methods saved in your account settings. If you spot an order you did not place, contact Customer Care promptly; if a related charge is unfamiliar, contact your payment provider as well. Do not assume a password or address change will alter an order that has already been placed: ASOS says account-detail changes do not apply to existing orders. Cancellation may depend on the order’s circumstances, and is not guaranteed. ASOS account details help and ASOS terms and conditions.
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How to tell whether a message is really from ASOS
ASOS says it contacts customers through an ASOS-branded email address or a verified social-media account. A brand name or logo alone does not prove a message is genuine. Avoid links in suspicious messages, including the external link in the unauthorised notification, and navigate to ASOS Customer Care yourself if you need help. ASOS Customer Care.
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If you cannot access your registered email
The published ASOS reset instructions send the password-reset link to the email address registered to the account. If you cannot use that mailbox, contact ASOS Customer Care through its official Help pages and explain that the registered email is inaccessible. ASOS’s published instructions do not specify an alternative identity-verification process, so contact support for guidance rather than relying on an assumed recovery method.
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